Contact Center Trends - Artificial Intelligence, AI

Hot Trends Impacting Contact Centers: Artificial Intelligence

We can’t publish a series on trends without including artificial intelligence (AI). In our five-part series on hot topics that are impacting contact centers,...
Attributes of an Effective Modern UC Headset

Attributes of an Effective Modern UC Headset

To facilitate more seamless workplace collaboration, many organizations have adopted expansive, unencumbered workspaces, deployed with unified communications (UC) systems. Such a footprint is designed...
Deciding on Cloud vs On-Premise Technology for the Contact Center

Big Decisions Loom Beyond the “Cloud vs. Premise” Debate

Choices, choices, choices. They are great and yet overwhelming when considering platform replacement. Cloud-based vendors serve up their offerings as private (single tenant), public...
Spotlight Q and A

A Q&A with Teleopti’s David Påhlman

There is one thing that becomes immediately evident to Teleopti’s contact center clients—that this is a company that walks the talk when it comes...
Navigating the Call Center Agent Desktop

Chart a Clear Course for Technology Selection

Technology selections without strategy, requirements and criteria are like rudderless ships that roam the sea of options without docking at the right ports. Some...
The 4 Steps to Replacing a Contact Center Coaching Program

The 4 Steps to Replacing a Stale Coaching Program

As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me that their call recording...
June Issue Blending Artificial Intelligence with Human Support in the Contact Center

Blending AI with Human Support

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately. The publicity has...
Simplifying Contact Center Remote Access

Simplifying Remote Access

The need for remote access to core contact center infrastructure continues to grow. Whether implementing a home agent program, accommodating “on the go” leaders,...
Four Things to Ask Before Choosing A Contact Center Provider by Intelepeer

Don’t Settle: 4 Things to Ask Before Choosing A Contact Center Provider

Choosing a new contact center solution is a big investment that will affect your everyday operations and the experience you provide to your customers....
Make Your Contact Center Smartphone Friendly

Time to Make Your Contact Center Smartphone Friendly

Seventy-seven percent of Americans have a smartphone. Two-thirds of Americans access the Internet via smartphone at least as much as by computer. Of the...
Contact Center Technology and Omnichannel Success

Will New Technology Drive Omnichannel Success?

Omnichannel is everywhere—vendor marketing, analyst articles, conference sessions, client wish lists. While touted as a new concept, it doesn’t seem all that different from...
How to Create Web Chat Plan

How to Create a Blueprint for Web Chat

Customers want the ability to decide when and how they will communicate with your company. That’s old news, isn’t it? It is more like:...